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  • K-Express mode of Communication

    Shipping and Delivery Created 3 years ago | Updated 3 years ago
  • as
    adedotun s B
    K-express need to improve their mode of communication, i know customers get email notifications when their order get to the their state and when delivery is attempted but the customer is not available ( i think this sent twice before the order is returned), i may be wrong but am sure a significant number of Konga customer do not check their email regularly, and there are this class of customers who us their friends/relatives Konga account to places orders, this two category of customers wouldn't know when their orders gets to their state (there is the opportunity for them them to pick up at this point )  and when a delivery attempt was unsuccessful. 
    I will advice k-express should send this notification via text message also and customers should also be notified via text message that ''K-express will deliver you package to you today Mr A will be coming, you can contact him on 0803245**** ''  .
    When this message is sent, in a case the customer will not be available the serious customer will contact the Mr A ... i will not be available today but come tomorrow, this will give space for other package to be delivered.
    Merchants also need a direct link to K-express, sending K-express complaint/ issues to mall@konga.com'>mall@konga.com'>mall@konga.com'>mall@konga.com is not effective, the queue time ( when you get response) for mall@konga.com'>mall@konga.com'>mall@konga.com'>mall@konga.com is not okay and to follow up via mall@konga.com'>mall@konga.com'>mall@konga.com'>mall@konga.com is almost impossible, please provide a designated email / customer care number for K-express, DHL, Courier-plus, UPS, AIG all have customer-care number, even when they where in charge of processing all the Marketplace order they provided a Designated email for konga merchants issues to be resolved Quickly.
    Konga really need to look into this return rate this is more than the case of unserious buyers.


  • RE
    Posted 3 years ago
    It is painful to a seller for a buyer to return sold item,for the fact that the buyer was not around to pick his item(c.o.d).Konga should make  a retry instead of hurriedly returning sold item to a seller.
  • as
    adedotun s B
    Posted 3 years ago
    @teju maybe SMS notification is selective or not working, i buy myself on Konga.com and have never received this SMS notification,  all i get is a call from dispatch rider about to leave their station or almost at my house.
  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Hello Adedotun,
    Please be informed that aside from a mail notification, an SMS is sent out to all buyers once their orders have been shipped. I have shared a sample SMS that is also received by buyers below:  
    "Dear {buyer's name},your order F**********4 has arrived at our K-Express center in K-Express{location} at {K-Express Address}. Please call 080******** to schedule a pickup. If we do not hear from you, your item will be delivered to you at your specified address."
    Buyers are given the option to pick up the items and when no response is received to such SMS, the dispatch contacts buyer on phone to confirm delivery before taking item out for delivery to buyer's location.  Some buyers do not pick up unknown calls and as a result, such orders especially with the Cash on Delivery option will be put on hold pending a response from buyer.  
    I hope this clarifies things.

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